Review Response
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      1. Knowledge Base
      2. Feedback
      3. Review Response

      Review Window

      This article provides a comprehensive guide to the features and functionality of the Feedback Dashboard, including the review process, action buttons, and managing customer feedback efficiently.

      The Feedback Dashboard allows you to manage customer reviews across services and products. Use it to moderate reviews, respond to customers, and organise feedback using insight tags.

       

      Review Window

      The review window displays customer feedback, including star ratings, comments, and media (e.g., images or videos).


      Action Buttons

      Forward Review

      Forward customer feedback to an email address.

      • Email Address: Enter the recipient's email.
      • Subject Line: Specify a subject line for the email.
      • Comment: Leave additional notes regarding the review.

      Mark Feedback as To-Do

      • Click once to mark feedback as "to-do."
      • Click again to reopen and remove the "to-do" status.

      More Actions

      • Share Review: Share reviews on social media. See the Social Sharing Guide for more information.
      • Moderate Review: Publish, reject, or flag the feedback based on predefined criteria (detailed below).


      Moderate Review Options

      When moderating feedback, you can select the reason for taking action:

      • Incorrect Section: Feedback is posted in the wrong category.
      • Product Not Yet Received: The customer hasn’t received their order.
      • Spam Advertising or Marketing: Feedback contains spam or promotional content.
      • Irrelevant: Feedback is unrelated to the product or service.
      • Reviewer Requested: Moderation is at the reviewer's request.
      • Litigious or Safety Comments: Content contains legal or safety concerns.
      • False Content: The review includes incorrect or misleading information.
      • Personal Information: Private customer data is included.
      • Competitor or Pricing Comments: Mentions of competitors or pricing information.
      • Foreign Language: Feedback is in a language not supported.
      • Swearing or Inappropriate Language: Profanity or offensive language is present.
      • Inappropriate: General inappropriate content.
      • Test: Placeholder or test reviews.
      • Incorrect Upload: Media or text has been uploaded incorrectly.
      • Compliance Issues: Feedback violates compliance policies.
      • Score Doesn’t Match Comments: The rating doesn’t align with the feedback.
      • Content Clearly Incentivized: The review appears to be incentivized.

      Actions:

      • Notify Customer: Inform the reviewer about the action taken.
      • Close Discussion: Mark the feedback as resolved.


      Service Feedback Tab

      Manage feedback related to services.

      Features:

      • View feedback, star ratings, and media attachments.
      • Moderate Review: Apply moderation options as needed.
      • Respond to Review: Reply directly to the feedback.
        • Options:
          • Send
          • Send and Close Discussion
      • Notify Customer: Inform the customer about updates.
      • View Customer Information:
        • Name
        • Email
        • Order reference
      • Add Insight Tags: Categorise feedback for reporting and analysis.


      Product Feedback Tab

      Manage feedback related to products.

      Features:

      • View feedback, star ratings, and media.
      • Moderate Review: Apply moderation options.
      • View Product Details: Redirect to the merchant website for specific product details.
      • View All Product Reviews: Access the client’s page for all product reviews.
      • Respond to Review:
        • Options:
          • Send
          • Send and Close Discussion
      • Notify Customer: Provide updates on the review status.
      • View Customer Information:
        • Name
        • Email
        • Order reference
      • Add Insight Tags: Organize feedback for better analysis.


      Sale Information

      Access details about customer orders and products.

      Customer Information

      • Customer Reference
      • Name
      • Email
      • Mobile

      Order Information

      • Order Reference
      • Order Date
      • Merchant Name
      • Insight Tags

      Products Bought

      • Product Name
      • SKU
      • View Product Details: Access the merchant website for specific product details.
      • View All Product Reviews: Go to the client’s page for reviews.


      Notes

      Add internal notes for team reference.

      • Service Notes: Add notes related to service feedback.
      • Product Notes: Add notes related to product feedback.


      Changelog

      Track all changes made to feedback.

      • Filter Options:
        • General Changes
        • Service Changes
        • Product Changes


      Action Menu

      Quickly perform actions on reviews:

      • Open Review
      • Post Reply
      • Add Insight Tags
      • Forward Review
      • Mark as To-Do
      • Edit
      • Moderate Review
      • Reopen Discussion

      This guide ensures seamless use of the Feedback Dashboard to improve customer interactions and maintain high standards for feedback management.

      For further assistance, contact our support team or refer to related articles in the Knowledge Base.